ComplaintsforBrilliance, LLC
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Complaint Details
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Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of transaction: 3/26/2024 Amount: $4,561.76 What Brilliance promised: This is the return policy that was posted on their web site on the day I placed my order: "30 Day Returns: At Brilliance, we stand behind each of our diamonds, engagement rings, and fine jewelry products with a 30-Day Money-Back Guarantee. If you're not absolutely satisfied with your purchase, simply return it for a full refund or exchange, no questions asked.""Return Process Obtain a Return Code from a Brilliance Representative by calling ************. You will be asked to indicate whether you would like a refund, exchange, resizing, or credit for your returned item."Nature of Dispute: When I finally received my jewelry on April 25th, fully a month after placing my order, I was dissatisfied that the quality of the jewelry had been misrepresented by the images online and I called the company that same day to obtain the Return Code per their return instructions. **** at Brilliance told me that she was unable to issue a return code, but that someone from their **************** would respond to me via email within 24 hours. Two days later I called again and was told that everyone who could issue return codes had left for the day and would not be back until Tuesday April 30th at 10 AM. I called again on 4/30 at 10:30 and spoke with ***** who also was unwilling or unable to issue a return code, but promised to "expedite" my request. Meanwhile the clock is ticking on the return period, because the paperwork that came with the ring has a much more stringent return policy than what was advertised online, listing all kinds of additional reasons why Brilliance might refuse to issue a refund, like "signs of wear" that would be difficult to dispute even if the jewelry had only been tried on briefly upon receipt. You only have 30 days to return from the ship date, not delivery date! I want to return these rings for a refund but they are giving me a runaround and won't give me a return code!!!Initial Complaint
01/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
12/8/23 Order ****** placed in amount of $5719.60, for diamond solitaire, including a non-refundable $100 upcharge to modify stock solitaire setting to accept larger stone. I spoke to a Brilliance.com customer service person and confirmed that if the ring was returned, I would only be out the $100 non refundable fee and the rest of the payment would be refunded.1/3/**** Ring package received, return authorization number received, and unopened package shipped back to brilliance insured w/ delivery confirmation. The *** box was not opened; I cut a small slit in the box to enclose the return authorization number. Nothing was removed from the box, and all brilliance.com published return procedures were followed.1/14/24 Ring received by Brilliance. Received email from ***************** confirming ring was received, but stated they were not refunding $510 for the setting, instead of just the $100 non refundable setting charge. I responded to his email by advising his return policy shows that only custom designed settings were non refundable, and explaining that I used his stock solitaire setting, not a custom designed setting. As of Jan 21, **** at 8:00am, he has not responded.I will not accept store credit as part of any refund.My desired resolution is a refund of $5619.60 to the payment card, as agreed to at the time of the order.Initial Complaint
11/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They advertised on the sale of the diamonds. I bought that and they charge on my credit card. And 2days later they canceled the sale and put the money back in my credit card. The advertisement for **** carats with G color VS1 for 1230$. On the 6/5/23 Could you please help me with this. I would like to buy this diamond. Thanks.Initial Complaint
12/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased an engagement ring on Black Friday with the company with a guarantee of delivery by Christmas. On Christmas Eve they still had the items stuck in ******* *********. After many attempts to get a resolution all I get is you got a wait and its not their fault my Christmas was ruinedInitial Complaint
09/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a ring from brilliance.com (#******) on 29 July 2022 and received it on 27 August 2022. I quickly realized that the ring looked completely different than the rendering I was shown online. I contacted the company and received a call back from a person named **** who was rude and lacked customer service. He said to look online and find something else that was more of what I was looking for initially. I did and emailed the result to him within a few days. I received no response. I called, left messages, no response. I then called to start a return. I was again made to leave a message with no response. I then took the ring to an appraiser and had the ring checked for authenticity and sizing since at this point I was very skeptical that it was real. It tested real but the size of the main Diamond measured much less than what we paid for. It showed less than a 1.5 ct and the order was for a **** ct. In Diamond weight this is very significant, not only in size but also price. *** tried multiple times to contact the company to take care of this issue but have received no response, at all. I want this matter addressed!Business response
10/24/2022
Thank you for your complaint, we greatly appreciate it.
Brilliance contacted you a couple times to try and resolve this issue and left you voicemails dating back to August 31st.
Regarding the complaint itself the diamond matches perfectly with the report that was provided and the Report Number was laser inscribed in the diamond and verified three times before it left our offices.
Regarding a resolution, we don't use the BBB to resolve issues. We will contact you once again directly by phone now as well as send a text message.
Thank you and we hope we can speak over the phone shortly.
Business response
10/24/2022
Thank you for your complaint, we greatly appreciate it.
Brilliance contacted you a couple times to try and resolve this issue and left you voicemails dating back to August 31st.
Regarding the complaint itself the diamond matches perfectly with the report that was provided and the Report Number was laser inscribed in the diamond and verified three times before it left our offices.
Regarding a resolution, we don't use the BBB to resolve issues. We will contact you once again directly by phone now as well as send a text message.
Thank you and we hope we can speak over the phone shortly.
Customer response
10/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
09/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My elderly mother, who has dementia, somehow placed an order for a lab-grown diamond ring for $4,992.00 on 7/1/22. It was received in early August. She is barely coherent, so I can't understand how the order was placed, which is somewhat evidenced by the fact that the invoice has all of the following spelled incorrectly: her name, street name, and town name. Further, the company requires an email address to place an order. Somehow a Gmail address that does not belong to her is on the order. My mother does not know what Gmail is, so someone at the company must have helped her manufacture this email address. The company is doing everything in their power to avoid processing a return. When I first called to return the ring, the person told me that I would need to have access to that email address in order to process a return. After several more phone calls, they agreed to process a return as long as we have the invoice. I sent the ring back with the invoice and appraisal report by *** with insurance and the company received the ring weeks ago. Now, they are trying to say that we need a certificate of authenticity in order to return it. Since I sent back everything that came in the box, I don't believe we ever received such a certificate. The company stopped answering my brother's phone calls. Lab-grown diamonds have very poor resale value and the company knows this, which is why they don't want to process a refund. It seems like this is just a shady business that seeks to take advantage of people that don't know any better - e.g. an elderly woman with dementia. My next calls are to the state attorney's office and a lawyer in *******. I don't even care if this costs me a few thousand in legal fees to get the refund of $4,900.Customer response
11/08/2022
Hi! Here is the link!Initial Complaint
08/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
PURCHASED A **** ********** RING FOR $5782 AND THE **** WEDDING BAND FOR$870 IT WASNT AS THEY ADVERTISED THE DIAMOND LOOKS MILKY AND ITS NOT A VS2 AS THEY SAID ITS A S1-S2 CHEAP AND THE WEDDING BAND HAS A DIFFERERNT CLOR DIAMOND ITS NOT ALL DIAMONS IT HAS A YELLOW DIAMOND ON IT IM PRETTY DISAPPOINTED I WANT A FULL REFUND IF POSSIBLE! tried calling **** but no one answers left email still waiting for a response PURCHASED ON JULY 18 2022 ANDJULY 20 2022Business response
08/15/2022
We do not see your order in the system, please provide your order number.Customer response
08/16/2022
Better Business Bureau:
THIS MESSAGE WASNT FOR THIS BUSINESS WAS FOR BEST BRILLIANCE SORRY!!!!!
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************
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Contact Information
3469 W. Boynton Beach Blvd STE 3
Boynton Beach, FL 33436
Customer Complaints Summary
15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.